Digital PRO

Overview

This role is centered on improving digital literacy among both customers and staff by delivering training and support related to the bank's digital products. The Digital PRO will facilitate adoption of digital banking services, enhance customer experience by assisting with mobile app usage, and promote operational efficiency through digital tools.

Key Responsibilities

• Promote digital literacy for customers and employees through educational sessions and practical support.
• Guide customers in using the bank’s digital products and mobile applications to boost adoption.
• Provide hands-on assistance with tablet-based onboarding processes to drive digital engagement.
• Collaborate with branch management and other departments to identify and implement digital improvements.
• Stay abreast of emerging digital technologies and trends to incorporate innovations effectively.
• Offer expert advice and resolve customer enquiries while maintaining the bank’s standards and conduct codes.
• Ensure full compliance with Business Continuity Management policies.
• Facilitate cross-departmental relationships to support the bank’s business objectives.
• Cross-sell banking products adhering to the Customer Protection Framework and provide customers with complete product disclosures digitally.
• Bridge digital and physical banking experiences by helping customers seamlessly integrate digital tools into their routine banking activities.
• Educate customers on digital security measures, especially focusing on phishing and vishing threat awareness.
• Collect and relay customer feedback about digital services to guide service improvements.
• Encourage customers to share their service satisfaction through Google reviews.

Skills and Competencies

• Demonstrated teamwork and ability to foster collaborative relationships.
• Strong conceptual thinking capabilities.
• Attention to detail and effective communication skills.
• Technical proficiency relevant to digital banking products.
• Self-initiative and proactive problem solving.